Building society Britannia has rolled out Netcall's hosted QueueBuster service to its Bristol contact centre, to provide customers with an alternative to waiting in telephone queues during busy periods.
QueueBuster offers customers the option of requesting a callback from the next available agent, rather than waiting on hold.
Britannia's latest roll out follows the successful introduction of QueueBuster to its call centre in Leek, Staffordshire in 2006. By helping to take the pressure off contact centre staff and reducing waiting time for callers, QueueBuster has contributed to improved operational performance and customer satisfaction during a period of unprecedented growth for the UK's second largest mutual building society.
In 2006, Britannia acquired 700,000 new customers as a result of its £150m purchase of the former Bristol & West savings business and branch network and
increased sales of mortgages, personal loans, investment and insurance in an immensely competitive market. The expansion of its use of the QueueBuster service to the Bristol contact centre which handles direct sales, as well as savings and investment enquiries, means Britannia can gear up for further growth by offering all callers an alternative to waiting on hold during busy periods.
Gerard Hearson, Contact Centre Analyst at Britannia commented: "While QueueBuster has helped us to reduce abandoned calls and to maintain our service levels during busy periods, the real value of the service has been the improved customer satisfaction that it has helped to deliver. Our customers have given QueueBuster glowing reviews. By extending the service to our Bristol contact centre, we can maintain our commitment to providing an excellent experience for every caller."